Listen now on demand to our latest CallTalk Show on Quality Transformation. Toni Roberts, Director of Delta Dental of Michigan, will share tips on breathing new life into quality at your center. This includes changing the perception of quality ownership by engaging agents so they could see their importance to the process. The results are superior customer experience and loyalty by providing a quality service experience the first time, every time.

Guest Host: Toni Roberts, Vice President, Delta Dental of Michigan

Antoinette Roberts, Vice President of Operations and Services, has been with Delta Dental of Michigan since 1983. Prior to assuming her current role, Roberts served in various positions including director and manager of customer service. While overseeing the department, she executed implementation of large and national accounts and served as the direct point-of-contact for clients. In 2002, Roberts led the customer service department to its first BenchmarkPortal Center of Excellence award, which recognizes the outstanding efficiency and effectiveness of the company’s call center. She is responsible for providing on-going service and support for large accounts, including the State of Michigan and the Michigan Public School Employees Retirement System (MPSERS).

Air Date: Wednesday, October 15, 2014 - 10AM/PT
Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Guest Speaker: Toni Roberts, Director, Delta Dental of Michigan
Season: 5, Episode Number: 10


CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today's call center. CallTalk airs without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners. If you have a topic you would like us to cover, send it to

Topics: CallTalk Radio Show, Quality Assurance, CallTalk Season 5